Role overview

Qualifications

High School diploma or equivalent
Associates degree or equivalent level of Bachelor education in HR or related field preferred
One (1) year or more experience in HR, Call Center, or related field preferred
One (1) year or more experience Case management system(s) preferred

Responsibilities

Resolve employee inquiries and issues by utilizing contact center procedures, policy manuals, knowledge management system and other reference materials
Document all employee inquiries and issues in the contact center case management application
Forward employee inquiries to Functional Specialists when specific, in-depth functional knowledge is required
Notify the appropriate team member when updates to the knowledgebase are needed

Key facts

Remote from: Tennessee (USA)
Full time
Junior (1-2 years)
Call Center Agent
English

Hard skills

Case Management Systems Call Center Experience ServiceNow Salesforce

Other skills

Communication
Teamwork
Problem Solving
Detail Oriented
Active Listening

About the company

PerunHR

Staffing & Recruiting

PerunHR is a strategic partner for companies seeking quality recruitment process outsourcing services. We are committed to providing customized and cost-effective solutions to help our clients find the best-fit candidates for their vacancies. Our team consists of highly skilled professionals with years of experience in sourcing, screening, interviewing, and testing candidates for various positions.We believe in nurturing long-term relationships with our clients, and our core values of reliability, teamwork, care, transparency, and innovation reflect this commitment. Our modern recruitment system uses the latest recruiting and screening solutions, modern online job boards, and Applicant Tracking Systems to ensure the most efficient and effective recruitment process possible.Our services include Full-cycle RPO, Project RPO, and Partial RPO. In Full-cycle RPO, our team takes responsibility for all the steps in the recruitment process, including creating job descriptions, job posting, candidate sourcing, resume/phone/interview screening, conducting assessments and interviews, onboarding, and planning new job openings. In Project RPO, we offer highly flexible solutions designed to work quickly and effectively for short-term recruitment needs. In Partial RPO, we tailor our services to meet the specific needs of our clients.We specialize in several practice areas, including IT & Telecom, Communications & Entertainment, Marketing & Communications, Financial & Professional Services, Architecture, Design & Engineering, Energy, Resources & Infrastructure. Our team has created 30+ job posts using various job-seeking and ATS platforms, and we have more than 16,000 candidates in our candidate pool.At PerunHR, our mission is to transform lives by pushing recruiting boundaries. We believe that placing the right candidates in the right place has a positive impact on the development of the candidate's career and the success of the client's business.

Company details

Company typeSmall startup

IndustryStaffing & Recruiting

Company size2 - 10

Links

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Job description

REQUIREMENTS:

• High School diploma or equivalent

• Associates degree or equivalent level of Bachelor education in HR or related field preferred

• One (1) year or more experience in HR, Call Center, or related field preferred

• One (1) year or more experience Case management system(s) (e.g., ServiceNow; Salesforce, etc.) preferred

• Presents ideas and information to customers in a clear, concise manner, exhibiting exceptional communication skills (written and verbal)

• Adapts communication style to different customer groups

• Demonstrates attention to and actively strives for understanding of customers’ concerns and opinions

• Illustrates ability to listen effectively to customer concerns and issues in order to provide applicable solutions

• Creates an environment that encourages sharing of information within the team, by fostering open dialogue with team members

RESPONSIBILITIES:

• Resolve employee inquiries and issues by utilizing contact center procedures, policy manuals, knowledge management system and other reference materials

• Document all employee inquiries and issues in the contact center case management application (i.e. ServiceNow)

• Forward employee inquiries to Functional Specialists when specific, in-depth functional knowledge is required

• Notify the appropriate team member when updates to the knowledgebase are needed

• Identify unusual calling events or frequent employee issues and work with the Contact Center Supervisor or Operations Manager to suggest process, procedure and/or training improvements

• Suggest methods to update, simplify, or enhance processes, procedures, and technologies

• Participate in special projects as needed

• Perform other duties as assigned